Customer Service Manager

About Health Inside

Health Inside Limited is a New Zealand-based exporting company engaged in the production, wholesale, and cross-border e-commerce distribution of health supplements and cosmetics.

We distribute across multiple international markets including Korea, Japan, the US, and global e-commerce platforms.Role Description

We are seeking an experienced Customer Service Manager to oversee and manage customer service operations, with a particular focus on servicing e-commerce Korean customers and developing service policies to improve customer experience.

The successful candidate will lead customer service processes, establish quality standards, and liaise with internal teams to ensure the highest level of client satisfaction.

The role is a full-time(minimum 35 hours a week), permanent position based in Auckland, New Zealand.

Key Responsibilities

Own multi-channel support (email, phone, chat, social, marketplaces) with clear SLAs / OLAs and escalation paths.

Build and maintain a searchable knowledge base / FAQ; keep KR macros and templates up to date.

Lead the CS team across onboarding, training / coaching, QA reviews, and performance management.

Develop and implement customer service policies, standards, and procedures.

Manage order investigations with 3PL / couriers (lost, damaged, partial, international) and drive timely resolution.

Oversee returns / exchanges / RMA end-to-end; identify trends and reduce preventable returns.

Manage subscriptions / auto-ship (pauses, skips, churn-save) and loyalty / rewards queries.

Maintain strong product knowledge (ingredients, usage, contraindications) and train the team.

Record and escalate adverse reactions / product complaints; support batch / lot tracking and recall readiness with Ops / QA.

Run VoC loops : tag themes, quantify pain points, and propose fixes to Product / Ops / Website.

Collaborate cross-functionally (Logistics, Sales, Ops) to improve the overall customer experience.

Analyse CS performance and customer feedback; report insights and recommend improvements.

Skills and Experience

At least three years' experience in customer service, client management, or a related discipline.

Strong leadership and communication skills with the ability to train, coach and supervise staff.

Fluency in Korean (verbal and written) to support cross-border business operations.

Proficiency with MS Office, and e-commerce platforms.

Strong problem-solving, analytical, and organisational abilities.

What We Offer

Competitive salary above the New Zealand median wage.

Opportunity to work in a dynamic cross-border business with strong growth potential.

Supportive team environment with career development opportunities.

Interested candidates should submit their CV and cover letter with the current NZ VISA STATUS to

Please note that only qualified candidates will be contacted.